Pharmacy Benefits Concierge

Independent Health; Buffalo (NY); Hybrid; USD 23,000 - 32,000; Full time

Job summary

Independent Health is seeking a Servicing Representative to support Pharmacy Benefit Dimensions. You will handle phone, mail, fax, and email inquiries, educate customers on policies, and document interactions in our systems.

This hybrid role requires on-site presence at the Williamsville location and emphasizes empathetic listening and accurate information. The position targets individuals with strong communication, problem-solving, and multitasking abilities, able to manage high-volume calls

Qualifications

• High school diploma or GED required; associates preferred.
• Min 6 months experience with health insurance, physician’s office, or pharmacy.
• Excellent written and verbal communication; strong customer service.
• Ability to handle high call volumes and prioritize tasks.
• Typing 35–40 wpm; proficient multitasking with tools.

Responsibilities

• Act as a customer advocate by providing excellent service on calls, correspondence, and walk-ins.
• De-escalate customers as needed and resolve complaints.
• Provide accurate, up-to-date policy and procedure information and resolutions.
• Log all contacts into systems and document interactions for regulatory standards.
• Meet or exceed quality, productivity, and accuracy goals on scorecards.
• Maintain knowledge of Pharmacy Benefit Dimensions contracts and processes.
• Attend required training and assist with appeals as needed.

Skills

Customer service

Communication skills

Empathetic listening

Typing 35-40 wpm

De-escalation

Problem solving

Time management

Phone handling

Attention to detail

Education

High school diploma

Associates degree preferred

Tools

CRM software

Call center software

CMS knowledge

Job description

Independent Health is seeking a Servicing Representative to support Pharmacy Benefit Dimensions. You will handle phone, mail, fax, and email inquiries, educate customers on policies, and document interactions in our systems.

This hybrid role requires on-site presence at the Williamsville location and emphasizes empathetic listening and accurate information. The position targets individuals with strong communication, problem-solving, and multitasking abilities, able to manage high-volume calls